We transform the entire contact funnel through upstream simplification and predictive analytics, combined with people excellence and labor model optimization that unlocks sustainable performance gains.
Drive simultaneous revenue growth, cost reduction, and superior customer experience by optimizing operations across all channels—from AI-native IVR and chatbots to call center and remote support—while merging strategic vision with hands-on operational expertise
Case Studies
Case Study
Banking on innovation: How ING uses generative AI to put people first
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The global bank worked closely with QuantumBlack, AI by McKinsey, to build, test, and launch a bespoke customer-facing chatbot that uses the latest gen AI technology to meet customer needs.
Case Study
Empowering telecom employees with personalized AI-powered training and coaching tools
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Deutsche Telekom worked with McKinsey experts and QuantumBlack, AI by McKinsey, to build and launch a capability building engine to help upskill 8,000 agents working in the field and at call centers to better meet customer needs.
Case Study
From call to opportunity: Entel Connect reimagines customer conversations with McKinsey and Google Cloud
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A telecom company reimagines customer conversations with McKinsey and Google Cloud.
Key Products
Frontline AI
Achieve best-in-class workforce management with AI models tailored to complex environments across field, customer care and retail.
AVA - AI Voice Analytics
AVA is a next-generation voice intelligence engine that continuously processes real-time and recorded interactions across voice, email, and chat, transforming raw contact data into high-accuracy, actionable intelligence at a limitless scale. Powered by advanced AI, AVA creates a seamlessly adaptive contact ecosystem that continuously elevates customer experience, cost efficiency, and workforce engagement.
CC360
A benchmarking command center that maps a client's contact performance against a living intelligence network of 300+ contact centers and 40+ KPIs—instantly surfacing performance gaps, savings potential, and competitive positioning. Fueled by expert-calibrated insights and geo-intelligent benchmarking, it empowers leaders to see beyond the present and architect the contact center of tomorrow.
Featured Insights
Interview
Embracing complexity: Parloa’s vision for next-gen customer experience
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Chris Silver, chief revenue officer at Parloa, talks with McKinsey partner Brian Blackader about the shift to adopting AI technologies...
Podcast
Beyond the bot: Building empathetic customer experiences with agentic AI
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As agentic AI escapes pilot purgatory, more businesses are bringing best-in-class AI capabilities into their call centers—transforming...
Article
Building trust: How customer care leaders pull ahead with AI
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An adoption gap is growing in the customer care space as leading organizations begin to see impact from AI across customer experience,...
Article
The contact center crossroads: Finding the right mix of humans and AI
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Leaders are facing difficult decisions about how far to take their technology investments today, to enable the AI-driven contact...
Interview
Using generative AI to transform customer experience
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Juan Beltrán, digital manager of global sales excellence at Holcim, describes how the building materials company is using...
Featured Experts
Eric Buesing
Distinguished PartnerCharlotte
Advises senior executives and frontline leadership teams in both strategy and implementation of sales transformations, customer-service...
Oana Cheta
PartnerChicago
Leads AI-driven transformation across industries, helping organizations scale innovation, optimize operations, and unlock growth...
Attila Bognár
PartnerBudapest
Brings deep expertise in AI and analytics-driven frontline, customer journeys, operational transformations, and operating model...